Hi, I’m
Holeva Sevelo
Apache Junction,AZ
Summary
Accomplished professional with a proven track record in call center operations, including experience at Teleperformance and a successful role at Progressive Leasing. Skilled in providing chat and email support on multiple communication platforms. Demonstrates exceptional de-escalation abilities for handling challenging customer interactions. Committed to problem-solving and identifying root causes to drive customer satisfaction and company success.
Overview
14
years of professional experience
Work History
Harland Clarke
Online Bank Representative
01.2011 - 08.2013
Job overview
- Skillfully identified customer needs, offering tailored solutions and support with exceptional knowledge
- Leveraged available resources for accurate data entry and maintained meticulous records
- Demonstrated exceptional reliability and order management skills.
- Seamlessly handled order modifications, cancellations and reprint requests, ensuring customer success
National League for Nursing
Customer Service Representative III
09.2013 - 10.2015
Job overview
- Initiated and updated customer accounts, ensuring accurate and up-to-date information is maintained
- Captivated prospects with engaging responses, recommends complementary offerings and services
- Swiftly resolved issues by clarifying complaints, identifying root causes and guiding effective solutions
- Skillfully managed customer orders through iMIS and Questionmark platforms.
Century Link
Customer Service Representative, Trainer
11.2015 - 01.2017
Job overview
- Possessed knowledge of company products, pricing, and promotions, enhancing customer interactions
- Managed payments and maintained customer account records accurately.
- Expertly troubleshooted and advised customers using methodical step-by-step techniques
- Demonstrated perfect attendance while adeptly training 5 new employees in recitation and data entry
Progressive Leasing
Customer Pay Assistant
01.2022 - 02.2023
Job overview
- Spearheads development to streamline customer query systems, significantly improving response times
- Awarded 4 consecutive Top Collector rankings, consistently surpassing Progressive Leasing targets
- Demonstrates unwavering commitment with perfect attendance, ensuring team reliability
- Continually recognized as an innovative contributor, awarded "Member of the Month" for April 2023
- Remote Setting
CreditRepair.com
Senior Credit Advisor
01.2020 - 01.2022
Job overview
- Achieved impressive 90% retention rate over 6+ months, showcasing dedication to client satisfaction
- Demonstrated employee engagement by spearheading a successful co-worker food bank event in 2021
- Managed 130+ daily inbound calls, guiding clients towards credit success and financial wellness
- Exemplified commitment with perfect attendance, ensuring consistent performance, CreditRepair.com
- Remote Setting
Copper Hills Youth Center
Behavioral Tech
01.2017 - 12.2019
Job overview
- Maintained an exemplary record of dedication with 36 weekend hours.
- Collaborated seamlessly as a team player, significantly contributing to favorable student outcomes
- Ensured daily goal achievement, therapy meetings & crisis intervention with de-escalation techniques
- Positively role-modeled for youth, providing vigilant supervision & meticulous behavior documentation
Amazon
Remote Gate Manager
01.2023 - 05.2025
Job overview
- Managed and motivated employees to be productive and engaged in work.
- Managed various tasks within designated deadlines.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers and suppliers through account development.
Education
Salt Lake Community College
General Coursework
South West Illinois Community College
General Coursework
Hunter High SchoolWest Valley City, UT
High School Diploma
First Aid Certification
CPR Certification
Skills
- Constructive Feedback
- Meticulously Organized
- Data Visualization and Analysis
- Interpretive Skills
- Billing Support
- Action Oriented
- Record Verification
- Financial Audits
- Risk Analysis
- Strategic Planning
- Effective Teaching
- Continuous Improvement
- Cyber Security Awareness
- Resource Connectivity
- Program Initiatives
- 60 WPM
- Crisis Management
- Negotiation
Accomplishments
Attendance, retention specialist, de-escalating situations/call.
Languages
Tonga
Native or Bilingual
English
Native or Bilingual
Career Highlights
- Key Contributor - led Employee Training, elevating Team's Q.A. Scores and Performance
- Award Winner - ranked Top 5 in Sales, exhibited Perfect Attendance and received numerous Awards
- High Performer - orchestrated CSAT Meetings, ensuring consistent 90-100% Scores
Areas of Expertise
- Data Analyzing, Credential Verification, Business Intelligence, Abstraction, Negotiation, Data Entry
- Interpersonal Communication, Database Management Systems, Data Privacy, Conflict Resolution
- 11+ years, Call Center Environment - Customer Resolution
- 7+ years, Retention - Inbound/Outbound Calls
- 5+ years, Healthcare Operations - Information Technology
- 3+ years, NonProfit Organization - Financing - Banking
Timeline
Remote Gate Manager
Amazon
01.2023 - 05.2025
Customer Pay Assistant
Progressive Leasing
01.2022 - 02.2023
Senior Credit Advisor
CreditRepair.com
01.2020 - 01.2022
Behavioral Tech
Copper Hills Youth Center
01.2017 - 12.2019
Customer Service Representative, Trainer
Century Link
11.2015 - 01.2017
Customer Service Representative III
National League for Nursing
09.2013 - 10.2015
Online Bank Representative
Harland Clarke
01.2011 - 08.2013
Salt Lake Community College
General Coursework
South West Illinois Community College
General Coursework
Hunter High School
High School Diploma
First Aid Certification
CPR Certification
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